Player Support Lead (German)

TransPerfect; Deutschland; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Leadership role in games industry

Training and development support

Global exposure and multicultural team

Zusammenfassung

TransPerfect seeks a Player Support Lead to guide and grow a multinational team of Player Support Agents across assigned projects, shifts, and languages. You will ensure professional, player-focused support while meeting operational targets and driving staff development.

Key duties include workload coordination, performance management, coaching, and training. You may assist with escalations or coverage as needed, reporting to the Player Experience Manager.

Qualifikationen

• Minimum one year of experience leading a player support team.
• Strong communication and interpersonal abilities.
• Proven ability to manage performance, attendance, and conduct.
• Demonstrated coaching and leadership skills.
• Experience in workload planning and queue management.
• Experience handling incidents and escalations.
• Ability to support quality reviews and training initiatives.
• Excellent organisational and prioritisation capabilities.
• Proficiency with common player support platforms and productivity tools.

Aufgaben

• Lead and develop Player Support Agents, Specialists, and Experts across projects.
• Oversee daily team operations, workload coordination, and performance targets.
• Conduct coaching, reviews, and absence follow-ups with staff.
• Implement performance improvement or disciplinary plans as needed.
• Own training, quality calibrations, and knowledge content.
• Coordinate incident responses and approved actions within authority.
• Handle player contacts for escalations when required.
• Identify risks and propose action plans to mitigate them.
• Support recruitment, onboarding, and probation reviews.
• Address complex team issues and maintain professional communications.
• Contribute to client meetings, operational reports, and escalations.

Kenntnisse

Team leadership

Communication skills

Performance management

Coaching

Workload planning

Incident handling

Quality calibration

Training development

Organisational skills

Global team collaboration

Tools

Zendesk

Intercom

Microsoft Office

Google Workspace

Jobbeschreibung

Position Overview

Great player support is part of what keeps games alive. As a Player Support Lead , you will lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages. You will help ensure your team delivers consistent, professional, and player-focused support while meeting agreed operational and performance targets. You will be responsible for daily team operations, including workload coordination, performance management, coaching, quality, training, and team development. Although you may occasionally handle player contacts to support escalations, training, or operational coverage, your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager.

Key Responsibilities

• Manage your team's attendance, performance, quality, conduct, and development.
• Manage daily workloads, queues, breaks, and priorities within the operational plan.
• Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
• Develop and implement performance improvement or disciplinary plans.
• Own team training, quality calibrations, procedures, and knowledge content.
• Coordinate incident responses and approve actions within your delegated authority.
• Handle player contacts when required.
• Identify operational risks and recommend appropriate actions.
• Support recruitment, onboarding, and probation reviews as necessary.
• Manage complex team issues and challenging conversations professionally.
• Contribute to client meetings, operational reports, and escalation follow-ups.

Required Experience & Skills

• At least one year of player support team leadership experience.
• Strong communication and interpersonal skills.
• Ability to manage employee performance, development, attendance, and conduct.
• Strong coaching and leadership ability.
• Ability to manage workload planning, queue management, or workforce coordination.
• Experience handling incidents and complex player or operational escalations.
• Ability to support quality reviews, calibrations, and training.
• Strong organisational and prioritisation skills.
• Comfortable using player support platforms and productivity tools.
• Ability to work effectively in a fast-paced, global team environment.

Nice to Have

• Experience with Zendesk, Helpshift, Intercom, or similar tools.
• Experience with Microsoft Office, Google Workspace, or similar tools.
• Experience supporting recruitment, onboarding, and probation reviews.
• Experience contributing to client communications and operational reporting.
• Experience working against quality, SLA, productivity, or CSAT targets.
• Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities.
• Additional languages.

What We Offer

• A leadership role in the video games industry.
• The opportunity to shape team performance and player experience.
• Training and support in tools, processes, and workflows.
• Exposure to global operations, client communication, and escalation management.
• A multicultural and fast-paced team environment.
• Opportunities to grow in player experience leadership and operations.